IT Service Desk

Ability to work under pressure and make informed decisions during crisis situations

Basic knowledge of Ivanti Service Manager tool, Active Directory, and SCCM

Proficiency in MS Office and O365

Experience in categorizing and resolving reported queries

Capability to provide online security advice and support in 24x7 rotational shifts Role Overview: As a candidate for this role, you will be responsible for understanding incidents, mitigation, and incident response frameworks. You will need to effectively communicate with senior management and executives, as well as have knowledge of relevant laws and regulations related to incident response and data privacy. Your ability to stay calm under pressure and make sound decisions in crisis situations will be crucial. Moreover, having basic knowledge of Ivanti Service Manager tool, Active Directory, and SCCM will be advantageous. Key Responsibilities:

Possess strong communication skills to handle global customers

Utilize prior Service Desk experience to provide effective support

Demonstrate strong technical knowledge of information technology systems and infrastructure

Proficient in using MS Office and O365

Apply basic knowledge of L1 troubleshooting and understanding of network components

Categorize and record reported queries, providing solutions accordingly

Act as the point of contact to support service users and customers

Monitor issues from start to resolution and escalate unresolved problems as needed

Offer essential online security advice and support, working in 24x7 rotational shifts

Take accountability for resolving incidents via workaround or permanent fix

Maintain and update assigned reports

Apply knowledge of the ITIL framework and practical knowledge of an ITSM tool